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MANOJ.M , 2ND M.

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A STUDY ON SERVICE QUALITY MANAGEMENT TOWARDS


RELIANCE JIO SERVICES WITH SPECIAL REFERENCE TO
PALAKKAD DISTRICT

CHAPTER 1

INTRODUCTION AND COMPANY PROFILE

INTRODUCTION

Managing the quality of products and services is very important to ensure that the
business excels in meeting the customer requirements and achieves organizational
goals. Whether its a manufacturing firm producing hardware or a software
company providing services to clients, quality management is the very essence of
continuous improvement and business growth. We can trace back the origins of
modern quality management principles to Henry Fords process and quality
management practises that he used in the companys production lines. However,
after the Second World War, it was Japan that emerged as the strongest proponent
of Quality Management as they rebuilt their economy with the help of great
statisticians and engineers like Shewhart, Deming and Juran.

By combining quality control techniques and statistical process control methods,


several quality management principles were formulated that are to this day used
in industries across the world. Whether you are a professional in the services
industry, a quality manager or a businessman, you can learn more about service
quality management in this course on Quality Management.

While product quality is measured through its ability to meet the users
requirement and the value of its features and characteristics, service quality is
more of a comparison of the customer expectations and the service performance.
Though the principles of improving product quality are applicable to services as
well, its very important to know the focus areas of improvement with respect to
increasing customer satisfaction when it comes to service quality management.
This can be done by measuring the gap between customers expectations and how
they perceive the services offered to them. The larger the gap size, the more
improvements to be made.
The process of managing the quality of services delivered to a customer
according to his expectations is called Service Quality Management. It basically
assesses how well a service has been given, so as to improve its quality in the
future, identify problems and correct them to increase customer satisfaction.
Service quality management encompasses the monitoring and maintenance of the
varied services that are offered to customers by an organization.

Whether you are in the software business offering services to clients or operate in
the food, hospitality or travel industry, service quality management is integral to
managing customer expectations and business growth. The service quality can
either relate to the service potential (qualifications of the persons offering
service), service process (quickness, reliability etc.) or the service result (meeting
customer expectations).

COMPANY PROFILE

Reliance Jio Infocomm Limited, or Jio, is an LTE mobile network operator in


India. It is a wholly owned subsidiary of Reliance Industries headquartered
in Navi Mumbai, Maharashtra that provides wireless 4G LTE service network
(without 2G/3G based services) and is the only 'VoLTE-only' (Voice over LTE)
operator in the country which lacks legacy network support of 2G and 3G, with
coverage across all 22 telecom circles in India. The services were first beta-
launched to Jio's partners and employees on 27 December 2015 on the eve of 83rd
birth anniversary of late Dhirubhai Ambani, founder of Reliance Industries, and
later services were commercially launched on 5 September 2016. In June
2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband Services
Limited (IBSL) for 4,800cr. Although unlisted, IBSL was the only company that
won broadband spectrum in all 22 circles in India in the 4G auction that took place
earlier that year. Later continuing as RIL's telecom subsidiary, Infotel Broadband
Services Limited was renamed as Reliance Jio Infocomm Limited (RJIL) in
January 2013.
In June 2015, Jio announced that it will start its operations all over the country by
the end of 2015.]However, four months later in October 2015, the company's
spokesmen sent out a press release stating that the launch was postponed to the
first quarter of the financial year 2016-2017.
Later in July, a PIL filed in the Supreme Court by an NGO called the Centre for
Public Interest Litigation, through Prashant Bhushan, challenged the grant of pan-
India licence to Jio by the Government of India. The PIL also alleged that Jio was
allowed to provide voice telephony along with its 4G data service, by paying an
additional fees of just 165.8 crore (US$26 million) which was arbitrary and
unreasonable, and contributed to a loss of 2,284.2 crore (US$350 million) to the
exchequer.
The Indian Department of Telecom (DoT), however, refuted all of CAG's claims.
In its statement, DoT explained that the rules for 3G and BWA spectrum didn't
restrict BWA winners from providing voice telephony. As a result, the PIL was
revoked, and the accusations were dismissed.
The 4G services were launched internally to Jio's partners, its staff and their
families on 27 December 2015. Bollywood actor Shah Rukh Khan, who is also the
brand ambassador of Jio, kickstarted the launch event which took place in Reliance
Corporate Park in Navi Mumbai, along with celebrities like musician A R Rahman,
actors Ranbir Kapoor and Javed Jaffrey, and filmmaker Rajkumar Hirani The
closed event was witnessed by more than 35000 RIL employees some of whom
were virtually connected from around 1000 locations including Dallas in the US.
Commercial launchThe company commercially launched its services on 5
September 2016 Within the first month of commercial operations, Jio announced
that it had acquired 16 million subscribers. This is the fastest ramp-up by any
mobile network operator anywhere in the world. Jio crossed 50 million subscriber
mark in 83 days since its launch[.Jio crossed 100 million subscribers on 22
February 2017.
Jio, in February 2016 announced a global alliance of Mobile Network Operators
which include:

BT Group
Deutsche Telekom
Millicom
Orange S.A.
Rogers Communications
MTS (network provider)
Telia Company
Telecom Italia
OBJECTIVE OF THE STUDY
1.To study the Service quality of Reliance JIO products & services.
2. To study of customer satisfaction level on Reliance JIO products & services.
3. To find the market potential and market penetration of Reliance JIO products &
services offerings in Palakkad.
4. To study recent trends in Telecom Industry.

LIMITATION OF STUDY

The time period & the duration for the collection of primary data is limited.
The researcher collected the data using questionnaire, so the respondents had
to limit their opinion towards the questions.
Published information is not up to date.

RESEARCH METHODOLOGY
RESEARCH DESIGN:

The purpose of the methodology is to design the research procedure. This includes
the overall design, the sampling procedure, the data collection method and analysis
procedure.
Marketing research is the systematic gathering recoding and analyzing of data
about problem retaining to the marketing of goods and services.
The essential purpose of marketing research is to provide information, which will
facilitate the identification of an opportunity of problem situation and to assist
manager in arriving at the best possible decisions when such situations are
encountered.
Basically there are two types of researches, which according to their applicability,
strength, weaknesses, and requirements used before selecting proper type of
research, their suitability must be seen with respect to a specific problem two
general types of researches are exploratory and conclusive.
1.Conclusive Research:

It is also known as quantitative research; it is designed to help executives of action


that is to make decision.
When a marketing executive makes a decision are course of action is being
selected from among a number of available. The alternatives may be as few as two
or virtually infinite. They may be well defined or only vaguely glimpsed.
Conclusive research provides information, which helps the executives make a
rational decision. In some instances, particularly if any experiment is run, the
research may come close to specifying the precise alternatives to choose, in their
cases especially with descriptive studies the research will only particularly clarify
the situation and much will be left to the executives judgment.
The type of research here is Descriptive Research Design. This kind of
design is used for more precise investigation or of developing the working
hypothesis from an operational point of view. It has inbuilt flexibility, which is
needed because the research problem, broadly defined initially, is transformed into
one with more precise meaning in exploratory studies, which in fact may
necessitate changes in research procedure for gathering relevant data.
The characteristic features of research are as follows:
Flexible Design
Non-Probability Sampling Design
No pre-planned design for analysis
Unstructured instruments for collection of data
No fixed decisions about the operational procedures

Sample Size
Sample size refers to the numbers of respondents researcher have selected for
the survey.
I have selected 300 sample units from market and individual customers
Sampling Technique
The sample design provides information on the target information and final
sample sizes. I used conveyed convenient sampling surveyed in research.
Sampling Area:
While conducting sample,I went many places of Palakkad town area, kongad,
mundur, kottayi, pirayiri.
Data collection tool
I have used Questionnaire, as the research instrument to conduct the market
survey. The questionnaire consisted closed ended questions designed in such a
way that it should gather maximum information possible.The questionnaire was a
combination of 15 questions. If choices are given it is easier for the respondent to
respond from the choices rather they think and reply also it takes lesser time.
Because the keep on responding and one has tick mark the right choice
accordingly.
Data was collected through two sources:
Primary Source: Primary data was collected directly from the customers through a
questionnaire.
Secondary Source: The secondary source was the company website and my
colleagues.
Method of sampling
Convenient sampling is used to do sampling as all the customers in the sites are
Surveyed..
Data Analysis
Data analysis was done mainly from the data collected through the customers. The
data
Collected from secondary sources is also used to analyse on one particular
parameter.
Qualitative analysis was done on the data collected from the primary as well as
secondary Sources.
CHAPTER 2
REVIEW OF LITERATURE
Abhishek Kumar Singh and Malhar Pangrikar (2013) did a study titled A Study
Report, to Find out Market Potential for 4G Businesses in Pune. The Report is all
about Study of market potential for 4G business in pune and also to know about
the customer perceptions and attitudes towards their current service provider.
Satisfaction level of the customers was also judged. The customer expectations
were analyzed thoroughly. Major factors considered in research are: what are the
needs of the companies based on the data services usage, major player in internet
services, and support to customers. The research was conducted on companies
mainly from Industries like IT, Education, Manufacturing and others which are
located in Pune city. It is clear from the survey done that Reliance & Tata are
Leading Internet service Provider; they are providing products like Data Card,
Broadband etc to the corporate end users. Most of the companies are getting
internet speed form 1MBPS-4MBPS. Most of the companies are having good
perception about 4 G and are willing to switch to it from their current service
provider. Speed of 4G is around than 30 to 35 MBPS, is going to boom the Market.
Because majority of the companies are facing Speed problem with their current
ISP.
4G spectrum is a research item for next-generation wide-area cellular radio,which
focuses on 4G technologies, 4G networks and 4G systems. 4G technologies shall
include three basic areas of connectivity which are personal area networking (such
as Bluetooth), local high-speed access points on the network such as wireless
technologies and cellular connectivity.
At the moment, many companies have established projects for 4G systems
developmet.
4G can provide services for a wide range of speed facility that support global
roaming and each company will be able to interact with internet-based information
and available in every part of country.
In this literature review. the consumer perceptions about 4G services in Palakkad.
The objectives of the study was (1) to find the most influencing factor in selection
of service provider, and (2) to measure customer perception and satisfaction as
regards the 4G service provided. The study on a 4G indicated that some problems
exist that deserve the attention of the company.The company needs to bridge the
gap between the services promised and 4G services offered. And to conclude,
Delivering service without measuring the impact on the customer is like driving a
car without a windshield
At 4G,The Company have always sought to enhance value for you as a customer
by providing you the most relevant and easy to use services through innovation and
by harnessing the latest developments in technology. In line with this strategy,
constantly introduced 4G innovative services to suit customer unique needs and
wants. These 4G trends in the market and among customers generate a demand for
high speed and more rapidly changing services and also expectation for a different
approach to technology development.
As well as imposing requirements in terms of 4G technology development, trends
such as mass individualization call for a responsive answer to a sharply increasing
market demand. Successful growth and diffusion of 4G services is focusing
customer satisfaction on how mobile relates to 4G networks. Accordingly, it is
necessary for company to review current frameworks in those instances where
changes might impede the offering of certain aspects.
Consumer perception about 4G much more volatile, much less predictable and
increasingly concerned with instant gratification. The expectation is that in due
course this trend towards individualization will become a more important factor in
the emerging markets too, particularly in the every areas.In future, 4G services
over mobile networks and company need to review current regulatory frameworks
to enhance innovation and competition in the market of these services.
customer satisfaction is a measure of how 4G services supplied by a company meet
customer expectation. In todays tough economic climate all companies need to
improve efficiency and, even in midsize firms that usually mean coordinating large
quantities of information. However, technology and thinking has progressed and,
many of user nowadays using 4G services. Customer satisfaction is defined as a
customers overall evaluation of the performance of an offering to date. This
overall satisfaction has a strong positive effect on customer loyalty intentions
across a wide range of 4G service s.
Many companies have been gaining rising popularity due to the advances in 4G
technologies and the large increase in the number of its users. The companies that
expand beyond services and develop a content distribution platform will win
customerss expectation. Companies couldnot follow constant rules to be
successful in potential markets. There is not a list of actions that lead companies to
more profit or more customer satisfaction.Because 4G services are increasingly
spread out all over India.And every customer are preferred these 4G services.
This satisfaction has positive influences on retaining customers among different
variety of 4G services. Satisfaction refers to achieving the things we want. If
satisfaction interprets as "not going wrong" the firm should decrease complaint
which by its own is not sufficient. In order to satisfy customers, company should
improve its 4G services. Customers with less expectation are more satisfied,
companies by adding innovative 4G features would easily increase customer
satisfaction. Customer retention is directly influenced by customer satisfaction.
Retention is a major challenge particularly in internet based services, as customers
can easily switch from one service to another at low cost. Customer satisfaction is
the key factor determining how successful the company will be in competitive
market,therefore it is very important to measure it.